Director, Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete strategy, implementation, and results for ClickUp's technical support experience.

• Manage, mentor, and develop a high-performing global team of technical support managers and representatives.

• Establish and promote key performance indicators (KPIs) that assess resolution quality, response speed, customer satisfaction, and team well-being.

• Set high standards for technical expertise, ensuring the team can accurately diagnose and resolve complex product issues.

• Act as the main link between Support and Product/Engineering, ensuring customer challenges lead to product enhancements.

• Work closely with Engineering on bug triage, escalation processes, incident responses, and root cause analyses.

• Represent customer feedback in product and engineering discussions, influencing roadmap priorities through data-driven insights.

• Develop a forward-thinking strategy that utilizes AI to enhance technical support quality and efficiency while maintaining a personal touch.

• Create and refine escalation paths, on-call procedures, and incident management workflows.

⛳️ Requirements

• Over 8 years of experience in technical support, support engineering, or customer experience leadership, ideally within SaaS or platform companies.

• Demonstrated success in building and scaling high-performing global technical support teams.

• Extensive experience collaborating with Product and Engineering teams to drive customer outcomes and enhance product quality.

• AI-centric mindset with proven success in leveraging AI tools and automation to scale operations and improve quality.

• Strong technical knowledge: able to engage credibly regarding product architecture, integrations, APIs, and complex troubleshooting tasks.

• Data-driven leader who employs metrics to shape strategy, prioritize investments, and ensure team accountability.

• Excellent communication abilities, capable of influencing senior stakeholders across go-to-market and engineering product development.

• Strategic thinker who can both set long-term direction and dive into problem-solving as needed.

• A genuine passion for creating exceptional customer experiences and nurturing talent.

🏝️ Benefits

• Equity

• 401k

• Health, Dental, and Vision insurance

• Spending accounts

• Life & Disability

• Paid parental leave

• Flexible paid time off

• Enhanced employee assistance program

• Employee wellness stipend

• Professional development stipend